Invention Grant
- Patent Title: Dialogue flow optimization and personalization
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Application No.: US14919675Application Date: 2015-10-21
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Publication No.: US10455088B2Publication Date: 2019-10-22
- Inventor: Tamir Tapuhi , Yochai Konig , Amir Lev-Tov , Avraham Faizakof , Yoni Lev
- Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Main IPC: H04M11/00
- IPC: H04M11/00 ; H04M3/493 ; H04M3/51 ; G06F16/332 ; G10L15/22 ; H04M7/00

Abstract:
A method for generating a dialog tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center includes: computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialog tree in accordance with the rated feature vectors for configuring the automated self-help system.
Public/Granted literature
- US20170118336A1 DIALOGUE FLOW OPTIMIZATION AND PERSONALIZATION Public/Granted day:2017-04-27
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